Troubleshooting
Contact Support
How to get help from Synoveo support
Can't find a solution? Our support team is here to help.
Before Contacting Support
Please gather:
- Error message - Exact text or screenshot
- Steps to reproduce - What you did before the error
- Account email - So we can find your account
- Location/Business ID - If relevant
- Browser and OS - For dashboard issues
Contact Methods
Email Support
Response time:
- Free plans: 48 hours
- Paid plans: 24 hours
- Business plan: 4 hours
In-App Support
- Click the help icon in dashboard
- Select "Contact Support"
- Describe your issue
- We'll respond via email
What to Include
Good Support Request
Subject: Sync failing for location
Hi,
I'm getting a "SYNC_FAILED" error when trying to sync
location ID: locations/123456789.
Error message: "Field 'phoneNumber' format invalid"
Steps to reproduce:
1. Go to Sync Center
2. Click "Sync Now" for my location
3. Error appears after ~5 seconds
Account: user@example.com
Plan: Pro
Browser: Chrome 119, macOS
I've tried:
- Checking the phone number format
- Refreshing the page
Thanks!Include Screenshots
Screenshots help us understand:
- Error messages
- UI state
- Console errors (if technical)
Response Times
| Plan | Response Time |
|---|---|
| Lite | 48 hours |
| Solo | 24 hours |
| Pro | 24 hours |
| Business | 4 hours |
Urgent Issues
For critical issues (service down, security concerns):
- Email: urgent@synoveo.com
- Include "URGENT" in subject
- Describe impact
Self-Service Resources
- Documentation - Guides and tutorials
- API Reference - Technical docs
- Status Page - Service status
Feature Requests
Have an idea for Synoveo?
- Email: feedback@synoveo.com
- We review all suggestions
- Popular requests get prioritized